TY  - BOOK
AU  - Sterne, Jim
TI  - Customer service on the Internet
SN  - 9780471155065
PY  - 1996///
CY  - 
PB  - Wiley
KW  - HF COMMERCE
KW  - Customer services
KW  - Communication systems
KW  - Internet marketing
KW  - World Wide Web
KW  - Internet
N1  - building relationships, increasing loyalty and staying competitive
N2  - Imagine a Web-based customer-service operation ready to meet your customer?s needs, 24 hours a day, 7 days a week. ; Now imagine that this service provides more information, in less time, at a lower cost than your current customer-service operation. Find out how you can do all this and more with Customer Service on the Internet. ;  ; Writing for customer-service and marketing managers, Jim Sterne shows just how quick and easy it is to set up a state-of-the-art customer-service operation on the Web. He clearly explains all the strategic and business issues involved, and, with the help of detailed real-life case studies, demonstrates what really works. ;  ; This book also shows you how to: ;  ; Cut down on phone support by publishing useful product information on the Web. ; Organize information and make it readily available to customers. ; Manage e-mail and online forums to improve customer loyalty. ; Make it easy for your customers to answer their own complex questions. ; Create inexpensive electronic focus groups. ;
ER  -